Associate-Helpdesk (French & English)

Position

Job Location

Work Mode

Shift Time

harshita.kushwah@sakon.com

Role Overview/Your Impact

1) This role will handle and take ownership of multiple customer support activities to

include receiving incoming calls, chats, emails & tickets to provide end-to-end Technical

and general support resolution to the end user.

2) Will interact with mobile phone carriers & other departments to resolve mobile service related issues.

3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint

operations document.

4) Ensuring SLAs and KRAs meet day to day, month to month.

What Does the team do

The Mobility Support Desk is the centralized support hub that bridges the gap between client

employees and technical solutions. Its the first point of contact for users facing issues with

technology, software, or services.

What will you do

We are looking for French & English-speaking candidate to support our SaaS product (Mobility Practice)

1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues

2) Answer incoming calls & chats.

3) Troubleshooting device and networking issues reported by the users, acting as a liaison

between customers, mobile carriers, client policy and internal Sakon teams to provide

accurate and timely resolution.

4) Working customer service/tech support via incoming phone calls, email and chat.

5) Identify and assist to resolve all issues identified during regular operations. No scripts

are used. You must be able to think on your feet and ask the appropriate questions to

identify and resolve the issue as it arises.

6) Ticketing all calls, chats and email support in English and French

7) Review deliverables of support team members and provide the required support and

guidance to ensure timely deliverables to client.

8) Communicates escalations / issues to Managers in a timely manner, ensuring that all

communications are professional and accurate.

9) Act as a single point of contact for managing the communications with the client.

Our Expectations

1) We are looking for French & English-speaking candidate to support our SaaS product

(Mobility Practice)

2) Candidate should be willing to work in 24/7 rotational shift.

3) Extremely organized with an appreciation for process and documentation

4) A team player who thrives in a kind and collaborative environment.

5) Ability to quickly learn how to troubleshoot devices and step by step instructions.

6) Identification, prioritization and resolution of reported problems through various

7) mediums (platform, emails, calls, chats] and responsible for the closure of request with

the specified SLA.

8) Working closely with the international telecom carriers/ service providers to resolve the

requests and incidents raised by customers.

9) Technical Support experienced highly regarded.

The SAKON Spirit

At Sakon, teamwork and excellence define our culture. Our diverse team of engineers,

telecom experts, and CPAs share a passion for innovation and service. Driven by collaboration,

our global teams deliver exceptional customer experiences, combining technical expertise

with a human touch to achieve great results with enthusiasm and care.

Benefits and Perks

• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activities

How to Apply and Interview Process

harshita.kushwah@sakon.com

If your profile is shortlisted, you will be invited to complete a communication test followed

by interviews.

Interview Process

Communication Test

Level 1 operations/ Technical Round

Level 2 operations/ Technical Round

Level 3 operations/ Technical Round

HRBP Round Salary discussion & Cultural fitment check

Consent